Systems Experience Manager - IVR
Systems Experience Manager - IVR
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Job Description
At T-Mobile we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant employee stock purchase plan 401(k) and access to free year-round money coaches. Thats how were UNSTOPPABLE for our employees!
Job OverviewDevelop and deliver an exceptional Contact Center and Systems experience in support of enterprise strategy by applying deep subject matter expertise of IVR/IVA systems and platforms to execute on program and/or system-level initiatives. Apply understanding of various Voice Experience technical platforms that serves a critical portion of the business to contribute to planning for scalability sustainability and future development of systems and solutions. Own and drive cross functional issue resolution and critical problem management efforts impacting multiple lines of business and applications. Interact with departmental leadership teams and act as a liaison between cross-functional technical and business organizations in supporting system requirements design strategies and successful implementations from concept through launch and ongoing production support.
Job Responsibilities:
- Lead the IVR/IVA systems experience throughout project and production lifecycle. Includes cross-functional project ownership implementation and launches and ongoing support. Lead ad hoc teams to effective management of complex cross-functional system opportunities and issues.
- Connect with leadership business partners and technical partners on progress against strategy and keep them informed on existing cross-functional issues relating to the availability and functionality of production systems.
- Lead medium to large IVR and Voicebot/Voice Assistant experience initiatives to improve the systems user experience related procedures and customer satisfaction for all lines of business at TMUS including Metro prepaid and emerging products.
- Evaluate deliver and contribute to the design of strategic solutions and architectural direction that improve the Voice Experience effectiveness user experience and overall customer satisfaction.
- Build own and/or approve IVR/IVA user experience documentation including integrated system process documents impact assessments business requirements workflow documents user acceptance test cases and production support procedures. Able to teach these skills to others.
- Define and communicate prioritization based on customer and business partner input independent experience logical conclusions and knowledge of company objectives and values; serve as point of contact to prioritize and resolve business partners critical issues.
- Prepare communications for executive and business sponsor audiences on Voice Experience user acceptance test status system launch readiness disruptive events and issues summaries.
- Mentor and provide tactical direction of strategy exerts positive influence and serves as a resource to System Experience Analysts.
- Also responsible for other duties/projects as assigned by business management as needed.
Education and Work Experience:
- Bachelors Degree Quantitative major or discipline (Preferred)
- 3-5 years of wireless experience within or supporting Care or Retail
- 2-4 years of analysis or systems production support including Problem Management
- 1-2 years of people leadership or business process management
- Proficient in MS Office Suite and Lucid
- Prefer Experience in Speech Solutions Omni-channel NLUs AI/ML or Conversational Design.
Desired
- Experience creating and developing support processes
- Solid understanding of Call Center Technology and Infrastructure
- Experience with software application development or support
- Experience with Microsoft Copilot Studio & Dynamics 365
- Linguistic expertise both written and spoken in English and Spanish. Certified Translator (ATA) preferred
- Experience or growing competence in the use of Artificial Intelligence/GenAI
Knowledge Skills and Abilities:
- Problem Solving (Required)
- Microsoft Office (Required)
- Microsoft Visio (Required)
- SQL (Preferred)
- Business Objects (Preferred)
Licenses and Certifications:
Travel:
Travel Required (Yes/No):Yes
DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No
Base Pay Range: $78200 - $141100Corporate Bonus Target: 15%
The pay range above is the general base pay range for a successful candidate in the role. The successful candidates actual pay will be based on various factors such as work location qualifications and experience so the actual starting pay will vary within this range.
At T-Mobile employees in regular non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employees eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location T-Mobile our benefits exemplify the spirit of One Team Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases offering medical dental and vision insurance a flexible spending account 401(k) employee stock grants employee stock purchase plan paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave family building benefits back-up care enhanced family support childcare subsidy tuition assistance college coaching short- and long-term disability voluntary AD&D coverage voluntary accident coverage voluntary life insurance voluntary disability insurance and voluntary long-term care insurance. We dont stop there - eligible employees can also receive mobile service & home internet discounts pet insurance and access to commuter and transit programs! To learn about T-Mobiles amazing benefits check out.Never stop growing!
As part of the T-Mobile team you know the Un-carrier doesnt have a corporate ladderits more like a jungle gym of possibilities! We love helping our employees grow in their careers because its that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity youre living our values while investing in your career growthand we applaud it. Youre unstoppable!
T-Mobile USA Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age race ethnicity color religion creed sex sexual orientation gender identity or expression national origin religious affiliation marital status citizenship status veteran status the presence of any physical or mental disability or any other status or characteristic protected by federal state or local law. Discrimination retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.
Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process please let us know by emailing or calling 1-. Please note this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.
Required Experience:
Manager
Employment Type
Full-Time
